Cebu Pacific Air Discussion

21 August 2019 06:08:00 Guest

cannot book a ticket on cebu pacfic. site stalls out after flight selection. what to do?

20 August 2019 02:08:00 Bayee

I cannot retrieve my booking on manage booking of your website through the reference number stated on the itinerary. I had to change the flight detail and move the departure a day earlier.

19 August 2019 10:08:00 amy

can you help me rebook my ticket? my flight is on.september 2nd via hongkong...there is a situation going on in.HK so please help ...i am rebooking my daughter's ticket also...

04 July 2019 02:07:00 Jeff

Jeff : Hello, I got a confirmed itinerary for my wife for a july 24 departure flight and july 30 arrival from hk to ph to hk. The problem is that there is an emergency situation and she need to rebook her flight which I did but what happenen was it seems I need to pay a new roundtrip ticket. First rt ticket was paid and I received the itinerary, if I will pay the second qoutation what will happen to my first payment? Doing some research some people says that I will pay the second one and I will get the difference between the 2. Anyone can confirm this? Re-booking of flight need second payment? Quoting my own post to shorten.. Please respond if anyone knows . thanks

04 July 2019 02:07:00 Jeff

Hello, I got a confirmed itinerary for my wife for a july 24 departure flight and july 30 arrival from hk to ph to hk. The problem is that there is an emergency situation and she need to rebook her flight which I did but what happenen was it seems I need to pay a new roundtrip ticket. First rt ticket was paid and I received the itinerary, if I will pay the second qoutation what will happen to my first payment? Doing some research some people says that I will pay the second one and I will get the difference between the 2. Anyone can confirm this?

03 July 2019 10:07:00 Guest

Yohanne : Guest : Guest : Guest : My brother purchased a ticket last week April 18 and I paid the full amount using my debit card. The next day my brother received a letter that my debit card didnt pass the screening test. So if my payment has been declined how come I didnt have my money back yet. In my bank statement it says it has been approved and the money was actually deducted from my account. They said the booking was confirmed but will have to pay cash before check in or thru their ticketing office....🙁 I EXPERIENCED THE SAME. What did you do? I just experienced it today. How come it was successful in my cc but not with cebu pac? Have you solved this issue already? Because I'm having the same prob right now. I booked a two-way flight yesterday, cc was deduction but it wasn't confirmed yet in CebuPac. My flight is nextweek and worried this prob might take a very long process since I cannot reach any customer service, "all lines are busy" as they said, tried mailing them already but no response.😢 how did you solve ths problem po?

03 July 2019 10:07:00 Guest

Hi po. I booked my ticket at cebu pac and paid it ij 7 connect but they did not send me any itinerary. Can I refund my money? What should I do?

03 July 2019 01:07:00 Gilda

In bookings, what does "Default Status" mean?

25 June 2019 12:06:00 Guest

Hi. I booked an flight on jume 29, today i resched it to june 28 it was already confirmed and due for payment. However havent paid it yet. Will my flight be reverted to june 29?

22 June 2019 08:06:00 Guest

im not sure if Cebu pacific read here.

 

21 June 2019 06:06:00 Yohanne

Guest : Guest : Guest : My brother purchased a ticket last week April 18 and I paid the full amount using my debit card. The next day my brother received a letter that my debit card didnt pass the screening test. So if my payment has been declined how come I didnt have my money back yet. In my bank statement it says it has been approved and the money was actually deducted from my account. They said the booking was confirmed but will have to pay cash before check in or thru their ticketing office....🙁 I EXPERIENCED THE SAME. What did you do? I just experienced it today. How come it was successful in my cc but not with cebu pac? Have you solved this issue already? Because I'm having the same prob right now. I booked a two-way flight yesterday, cc was deduction but it wasn't confirmed yet in CebuPac. My flight is nextweek and worried this prob might take a very long process since I cannot reach any customer service, "all lines are busy" as they said, tried mailing them already but no response.😢

21 June 2019 05:06:00 Yohanne

Jenny : Made a booking today. The amount was deducted from credit card but no booking confirmation. What should i do? Pls. Help I experienced the same, also booked yesterday, credit card deduction (payment) done but the status in the web still not confirmed, my flight will be nextweek and weary how to fix this since cannot reach any customer service because all lines are busy.

20 June 2019 01:06:00 Guest

I already paid for my ticket at bdo butI haven't recieve my itenerary tru email

20 June 2019 03:06:00 Jenny

Made a booking today. The amount was deducted from credit card but no booking confirmation. What should i do? Pls. Help

14 June 2019 08:06:00 Guest

Guest : same issue here. Were you able to resolve this? Guest : Hi! I've tried several times paying booked tickets thru gcash, but the reference number is always invalid. What should I do? I have the same issue. Is your issue resolved already? Thanks.

12 June 2019 09:06:00 Guest

Did cebu pacific air removed its payment option on remittance centers and convenience stores? Credit card and paypal are the only way left where i can manage my bookings.

12 June 2019 05:06:00 Guest

Guest : I just booked a flight from Ho Chi Minh to Davao, traveling on 24 July, 2019. I have been deducted from my debit card but no booking confirmation. What is happening? i have the same problem, how did you do to resolve this?

12 June 2019 08:06:00 Guest

Leajane : Bakit walang payment center sa payment mode? Same problem here. 😐 Hope they will resolve this quickly

12 June 2019 06:06:00 Leajane

Bakit walang payment center sa payment mode?

11 June 2019 05:06:00 Guest

Guest : Hi! I've tried several times paying booked tickets thru gcash, but the reference number is always invalid. What should I do? I have the same issue. Is your issue resolved already? Thanks.

10 June 2019 04:06:00 Guest

i pay thru landbank, i already received my online receipt and itenerary thru email but, my money was returned, and it says there "decline" but when i manage booking, it says there confirmed.. help me. I wanted to pay already

10 June 2019 03:06:00 shielah

i received my confirmation and itinerary in my email.. but the amount was once deducted in my bpi debit card, but after a day, the payment was returned to me.. how to solve it?

08 June 2019 12:06:00 Guest

I made a booking Yesterday ho chi minh to manila for July 13. It is confirmed and paid however i did not receive any email from them.

08 June 2019 01:06:00 Guest

Hi! I've tried several times paying booked tickets thru gcash, but the reference number is always invalid. What should I do?

06 June 2019 02:06:00 Guest

Guest : I just booked a flight from Ho Chi Minh to Davao, traveling on 24 July, 2019. I have been deducted from my debit card but no booking confirmation. What is happening? Did cebu pacific fixed your issue?thanks..i have same issue

05 June 2019 11:06:00 Guest

I just booked a flight from Ho Chi Minh to Davao, traveling on 24 July, 2019. I have been deducted from my debit card but no booking confirmation. What is happening?

27 May 2019 08:05:00 Guest

I made an online booking at Cebu Pacific website today 27 May 2019. I used my credit card to pay and got an SMS from my bank that my credit card was charged for AED 621.87 for it. But the Booking reference I got is not working. It says it does not exist. Can you explain whats happening here???

25 May 2019 07:05:00 Guest

So ngaun sino mag aadjust kami?how can we add baggage if your website is not accessible. We wanted to add but now we couldn't do anything.Ive been trying to get an access to this site even if Im burning candles here just to find solution....

24 May 2019 11:05:00 Guest

Official Receipt Generator site does not work!

22 May 2019 06:05:00 carol

I booked my ticket Via Credit card . After a couple days I received my SOA/Billing I notice that you charge me 4 times . But actually, One (1) I proceed to payment the three booking no OTP. How come that it charge to my account. As you notice, The same Information with Different date Because, Ive Tried to book but the System appear the message " hand tight" then try again, how come you deduct it to my Credit card. Im trying to Refund and submitted on aparil 29, 2019 on the Cebu Pacific Website. But until Now no response or No money return it back To me . Please Help me to Return back . I Have many transaction to Cebu pac But I never encounter this kind of problem . I went so smoothly . Please take a look for this matter . Reference number : VB58XI , GK415E, EIHZHK

19 May 2019 04:05:00 Guest

But nobody picks up the phone! How to contact Cebu pac? Cebu Pacific Air Customer Service : We are sorry for the inconvenience. The Cebu Pacific Website is currently experiencing problems. For any concerns, please call our hotline. Manila +63 2 702.0888. Cebu +6332 230.888. Also, this forum is not the official forum of Cebu Pacific Air.

19 May 2019 04:05:00 Rea

I cannot retrieve my two June bookings. Every time I entered my booking reference numbers and Surname, the error says it does not exist or need getgo number. Those two bookings do not reflect in my getgo account. I can only see the one i booked this month. I booked those to flights on Nov 2018 and Feb 2019

17 May 2019 03:05:00 Guest

Guest : Guest : My brother purchased a ticket last week April 18 and I paid the full amount using my debit card. The next day my brother received a letter that my debit card didnt pass the screening test. So if my payment has been declined how come I didnt have my money back yet. In my bank statement it says it has been approved and the money was actually deducted from my account. They said the booking was confirmed but will have to pay cash before check in or thru their ticketing office....🙁 I EXPERIENCED THE SAME. What did you do? I just experienced it today. How come it was successful in my cc but not with cebu pac?

11 May 2019 07:05:00 Dene

Boydreamer : I booked my ticket last March 3 form CLARK to SG roundtrip, paid total amount 677.39SGD using my credidt card. After couple of days I noticEd in my card bill i was billed twice, 677.39 +677.39 on the same date! Called the customer service and keep on advising to send email to cebupaymentscenter@cebupacificair.com! After 4days no reply from them! Wtf kind of service! Everyday i follow no reply. Anyone experience the same? This happened to me aswell. First payment through paypal was declined so booked using credit card directly and then found out that both payments got through. I believe you got the wrong email there. Try cebpaymentcenter@cebupacificair.com Sent them an email on the 30th of April including a screenshot of my statement showing both payments and got a reply 4th of May confirming refund which, they said, would take about 10 working days. Will update if I get it back.

07 May 2019 07:05:00 Sey

I need to change this flight but can't access to my get go account to manage my booking I've been trying it for 2 weeks now I also send this complaint to your mails but no one is responding to this it says there after 7 days they will response but that's not true!

 

07 May 2019 04:05:00 Ehm

How can I refund my cancelled booking in Cebu Pacific? Since the payment Center did not remit the payment I made. Please help!

06 May 2019 03:05:00 Guest

I booked a ticket with my paypal account. I got a notification that the price was deducted from my account but the website said it was declined. I cannot proceed with the confirmation even though I already paid. I NEED HELP ASAP.

 

06 May 2019 09:05:00 shiela lopo

I also did not get any email for my confirmed booking . cannot access Manage Booking site also.

06 May 2019 09:05:00 shiela lopo

I am trying to retrieve my booking for this July but the website said that my booking does not exist although I have a confirmed booking. Also, your customer service is also down . Can you give me some assistance?

06 May 2019 03:05:00 Guest

Guest : Guest : My brother purchased a ticket last week April 18 and I paid the full amount using my debit card. The next day my brother received a letter that my debit card didnt pass the screening test. So if my payment has been declined how come I didnt have my money back yet. In my bank statement it says it has been approved and the money was actually deducted from my account. They said the booking was confirmed but will have to pay cash before check in or thru their ticketing office....🙁 I EXPERIENCED THE SAME. What did you do? Please reply if this problem has been resolved

05 May 2019 08:05:00 Guest

I cant download my booking, its says the booking doesnt exist

 

05 May 2019 08:05:00 Guest

I cant download my booking

04 May 2019 11:05:00 Radge Guest

What if i book wrong details it should be Dubai to manila and instead i booked manila to dubai? Payment has been made already what’s the best option you could advised me. Thanks

04 May 2019 05:05:00 Jane

Joel : Please make a follow up. I didnt get any email confirmation i booked it yesterday.but i was charged. SAME HERE. Please let me know if yours had been addressed.

04 May 2019 09:05:00 Guest

Guest : My brother purchased a ticket last week April 18 and I paid the full amount using my debit card. The next day my brother received a letter that my debit card didnt pass the screening test. So if my payment has been declined how come I didnt have my money back yet. In my bank statement it says it has been approved and the money was actually deducted from my account. They said the booking was confirmed but will have to pay cash before check in or thru their ticketing office....🙁 I EXPERIENCED THE SAME. What did you do?

01 May 2019 08:05:00 Cebu Pacific Air Customer Service

We are sorry for the inconvenience. The Cebu Pacific Website is currently experiencing problems. For any concerns, please call our hotline. Manila +63 2 702.0888. Cebu +6332 230.888. Also, this forum is not the official forum of Cebu Pacific Air.

01 May 2019 01:05:00 Guest

Are you guys hacked or something? I cannot check my flight on may if it is cancelled or not. It says my account does not exist. You guys better not give me a headache when i get to the airport. Fix your site!

29 April 2019 07:04:00 Matilda

Guest : what is wrong with the payment section of cebu pacific? I've been trying for 2 days to no avail. It has been declined all the time, even through Paypal. Same problem with mine. Guest : what does this mean? I also encountered that problem just now. What happened now to your booking?Did it went through or u started from booking flight again?

29 April 2019 07:04:00 Matilda

Guest : what is wrong with the payment section of cebu pacific? I've been trying for 2 days to no avail. It has been declined all the time, even through Paypal. Same problem with mine.

29 April 2019 07:04:00 Guest

I already paid for my booking but it cannot be seen on online checking? does anyone have the same problem?

25 April 2019 04:04:00 Maylani

I am trying to book a flight from Manila to Jakarta, I fill up as a getgo member. When I tried to click continue when I filled up the guest details, etc. I cannot proceed to the next page. My sister told me that I need to click the check box for the terms and agreement but my screen only displays " Do you need special assistance". Please help. I am trying to book since yesterday.

25 April 2019 01:04:00 Guest

My brother purchased a ticket last week April 18 and I paid the full amount using my debit card. The next day my brother received a letter that my debit card didnt pass the screening test. So if my payment has been declined how come I didnt have my money back yet. In my bank statement it says it has been approved and the money was actually deducted from my account. They said the booking was confirmed but will have to pay cash before check in or thru their ticketing office....🙁

21 April 2019 01:04:00 Guest

what does this mean?

 

21 April 2019 10:04:00 Guest

what is wrong with the payment section of cebu pacific? I've been trying for 2 days to no avail. It has been declined all the time, even through Paypal.

20 April 2019 05:04:00 Guest

Guest : Guest : I can't book a flight using over-the-counter payment center. The only mode of payment on the website are Credit/Debit card and PayPal. same here

20 April 2019 05:04:00 Guest

Same here

20 April 2019 02:04:00 Guest

Guest : I can't book a flight using over-the-counter payment center. The only mode of payment on the website are Credit/Debit card and PayPal.

19 April 2019 11:04:00 Guest

Guest : I can't book a flight using over-the-counter payment center. The only mode of payment on the website are Credit/Debit card and PayPal. I also tried booking yesterday thru debit, still unsuccessful!

18 April 2019 08:04:00 Guest

WHAT IS THE SOLE PURPOSE OF THIS WEBSITE IF NOT A SINGLE CEBU PACIFIC EMPLOYEE READS AND REPLIES TO OUR COMPLAINT...

18 April 2019 08:04:00 Guest

I can't book a flight using over-the-counter payment center. The only mode of payment on the website are Credit/Debit card and PayPal.

17 April 2019 03:04:00 Lex

I booked a flight from DVO-MNL around 12am today via paypal. Paypal has confirmed my payment and deducted the amount from my account but I haven't received a confirmation and booking summary from Cebu Pacific.

16 April 2019 04:04:00 wellah

Online banking payment via metrodirect using booking reference number declined. I'm very disappointed. Are you able to resolve this issue????

10 April 2019 02:04:00 neljen

7/11 payment in Itinerary for ticket is always declined even I already have reference number. I experienced it twice.. I'm very disappointed.

10 April 2019 08:04:00 Guest

When proceed to payment it appear an error in my cebu pacific app. What to do?

05 April 2019 02:04:00 Guest

I booked yesterday for an international flight and already paid but I still didn't received an email until now. Tried calling and messaging them but still no response. What do I do? 😢

04 April 2019 05:04:00 Guest

We haven't received the confirmation email from Cebu Pac after a confirmed payment thru paypal. Tried calling their hotline numbers but to no avail :(

02 April 2019 01:04:00 Guest

Error manage booking cebu pacific

02 April 2019 06:04:00 Guest

I booked online a flight yesterday, with confirmed payment, but today i receive an email from cebu pacific stating that my payment was declined STATUS Confirmed with amount due. But on my debit card transaction record the payment was deducted already. im working in the ship and there is no way for me to pay ashore. i booked a flight for a friend. are they going to proceed deducting the payment on my credit card eventhough i will not proceed with the flight? please answer me asap

02 April 2019 05:04:00 Guest

Hi...Cebu Pacific's Manage Booking isn't accessible? Why my account doesn't exist or is not active. Been trying to call their hotline for 3 days already but all the agents are busy. Please help me as all our company travels were in this account.

02 April 2019 02:04:00 Joel

Please make a follow up. I didnt get any email confirmation i booked it yesterday.but i was charged.

01 April 2019 10:04:00 Boydreamer

My booking ref PB78nF 😡😡 Boydreamer : I booked my ticket last March 3 form CLARK to SG roundtrip, paid total amount 677.39SGD using my credidt card. After couple of days I noticEd in my card bill i was billed twice, 677.39 +677.39 on the same date! Called the customer service and keep on advising to send email to cebupaymentscenter@cebupacificair.com! After 4days no reply from them! Wtf kind of service! Everyday i follow no reply. Anyone experience the same?

01 April 2019 08:04:00 Boydreamer

I booked my ticket last March 3 form CLARK to SG roundtrip, paid total amount 677.39SGD using my credidt card. After couple of days I noticEd in my card bill i was billed twice, 677.39 +677.39 on the same date! Called the customer service and keep on advising to send email to cebupaymentscenter@cebupacificair.com! After 4days no reply from them! Wtf kind of service! Everyday i follow no reply. Anyone experience the same?

27 March 2019 07:03:00 lucia

Amount Due USD 2.54 Booking Reference ZFY6YZ Booking Date Wed, 06 Mar 2019 Status confirmed with payment due. How we pay the amount due from Central Java, Indonesia

25 March 2019 10:03:00 rena

I add on Baggage and my new itinerary states that " Confirmed with payment due" where to pay? i cannot find payment centers around my area?

25 March 2019 03:03:00 Guest

Guest : Hi. Anyone who experienced an error saying 'Please check error if values are entered correct in the fields'. Many times I tried again and details are correct but same error. What to do? I did experience it too

25 March 2019 03:03:00 Guest

I tried paying my booking since last night until now through my visa card but it always declined my payment. It's my 1st time to experience this. could you help me?

25 March 2019 01:03:00 Guest

Hi. Anyone who experienced an error saying 'Please check error if values are entered correct in the fields'. Many times I tried again and details are correct but same error. What to do?

24 March 2019 07:03:00 Guest

Guest : I tried booking from manila to Australia Melbourne, I am paying thru credit card namely EASTWEST and Metrobank and both are declined though I have enough balance to push thru the transacation. Does anyone have the same problem? Please try to check with your bank the maximum amount you can withdraw in one day (24 hours). Metrobank I think is only up to 30k. I'm not sure with Eastwest Bank. If the amount you need to pay supposedly exceeds 30k, then better pay in other ways like LBC which is reliable and has no extra charge.

23 March 2019 08:03:00 Guest

Can i bring empty zippo lighter on my check in luggage? Pls reply

22 March 2019 08:03:00 Guest

Richard Burce

21 March 2019 05:03:00 Angelica

can you send again my ticket on my email , because i did a wrong type in my gmail account INSTEAD OF chekhaii1516@gmail.com i put in this chekhaii1516@gmail.con only that one .com is correct

18 March 2019 06:03:00 Guest

Guest : Maricar Villanueva : Hi, good day! I booked a ticket on March 11 using my ADIB debit card as a guest. i have have received the confirmation on my mobile # that said the amount was deducted from my debit card. until now, I did not received my itinerary and receipt. Pleasedo the needful. Same thing happend to me last march 11. Still don't have itinerary. How about you any update?? -barbie javier Hi, Until now I haven't receive my itinerary on my email. I don't know what to do with this. Actually this is the 1st time I booked in cebu pacific. This made me regret.

17 March 2019 07:03:00 Guest

hey man, did you get refunded?

16 March 2019 02:03:00 Guest

Maricar Villanueva : Hi, good day! I booked a ticket on March 11 using my ADIB debit card as a guest. i have have received the confirmation on my mobile # that said the amount was deducted from my debit card. until now, I did not received my itinerary and receipt. Please do the needful. Same thing happend to me last march 11. Still don't have itinerary. How about you any update?? -barbie javier

15 March 2019 11:03:00 Maricar Villanueva

Hi, good day! I booked a ticket on March 11 using my ADIB debit card as a guest. i have have received the confirmation on my mobile # that said the amount was deducted from my debit card. until now, I did not received my itinerary and receipt. Please do the needful.

15 March 2019 07:03:00 Guest

I booked a ticket on March 13 using my PS Bank debit card. i have have received the confirmation that said the amount was deducted from my debit card. until now, did not received my itinerary and receipt. I need help. been calling your hotline. can't connect to your customer service representative. PLEASE HELP.

14 March 2019 05:03:00 Guest

How longn did it take before you received the confirmation? Guest : Mark : I Booked a ticket yesterday for 4 persons and i paid 27k using my BDO Debit card. I have the confirmation that the said amount was deducted from my debit card . But upon checking of the flight details, it says ""ERROR: The details you entered do not match an existing booking in our system. Please try again."" I need help . Edit: I already received my itinerary. I think we just have to wait . Thanks!

14 March 2019 01:03:00 Stela Bana

Hi good morning. I would like to ask for your assistance. We booked the flight for STELA BANA with last March 12 (tuesday) and we paid March 13(wednesday) through cebuana lhuilier( payment center) however I still didnt receive any confirmation/ticket in my email. I have my receipt with me. Evrytime I open the website there is an error. Thank you

13 March 2019 04:03:00 Guest

Guest : Hi! I booked a ticket online for my sister. I paid thru online banking. Your portal says that the transaction is declined. I tried to do it again. Same thing happened. Then, when I checked for the booking, it is already cancelled. When I checked my account, the transaction is successful and you deducted the amount twice. How can I refund the money that I paid? Have you solved this problem??

13 March 2019 05:03:00 Guest

Cebu Pacific’s “Manage Booking” isn’t working! And worse they even locked my account. I have their app in my smartphone and kept my old account signed in and noticed later that I was automatically logged out. When I tried logging in again, app prompted that my account credentials (e-mail and password) aren’t correct. After days of waiting, tried logging in again but to no avail, even tried troubleshooting by clicking “Forgot password” but failed. System keeps saying that my e-mail doesn’t exist or is inactive. Just today I called customer service (after almost an hour of waiting) and asked assistance but said that they couldn’t do anything with my account. Holy * ! Their website is saying to contact them if there’s any trouble logging in but how come they can’t even fix this? Representative seemed to be in a hurry and advised me to create a new account and just do the manage booking thing in the website. Faithfully complied. Made a new GetGo account and proceeded with the Manage Booking in their website only to find out that it’s not even working. Website prompted “ERROR: The booking that you are trying to retrieve does not exist or requires the GetGo member to login.” How come all my 3 bookings/3 reference numbers don’t exist?

12 March 2019 03:03:00 Guest

Hi! I jave been trying to add additional prepaid baggage allowance in one of our flights but when I try to click manage. The error keeps popping out and I am not sure what causes the error. Sent an inquiry to their customer service and have not received their reply yet. Does anyone have experienced this also?

 

12 March 2019 12:03:00 Guest

I made a booking yesterday around 12midnight after submitting a payment it says decline i tried to submit again and still decline but i already received a text message that the cebu pacific already deducted the amount on my card but i didn't received any confirmation or itinerary. I need help! Booking details are: Passenger's name: Rolando Roco Javier Jr. Date of birth: July 2, 1985 Flight schedule: April 20, 2019 Iloilo to Manila 5:55am - 7am Payment made through Gcash.

12 March 2019 03:03:00 Guest

Mark : I Booked a ticket yesterday for 4 persons and i paid 27k using my BDO Debit card. I have the confirmation that the said amount was deducted from my debit card . But upon checking of the flight details, it says ""ERROR: The details you entered do not match an existing booking in our system. Please try again."" I need help . Edit: I already received my itinerary. I think we just have to wait . Thanks!

12 March 2019 02:03:00 Mark

I Booked a ticket yesterday for 4 persons and i paid 27k using my BDO Debit card. I have the confirmation that the said amount was deducted from my debit card . But upon checking of the flight details, it says ""ERROR: The details you entered do not match an existing booking in our system. Please try again."" I need help .

11 March 2019 11:03:00 Kristine Macerin

Hi cebu pac, I booked a ticket through online and paid it using my debit card, I have my reference no. but I didn’t receive any confirmation on my email. pls help